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- Click & Collect System
- Process
- Refund review
Refund review
See who moves the work forward and which records carry each decision.
Step by step
-
Open order Customer Service Rep
Customer Service Rep checks the order’s paid and refunded amounts and the affected lines.
- Establish the remaining refundable balance.
- Updates Customer orders, Order lines
-
Record refund request Customer Service Rep
Customer Service Rep links a Pending refund to the original order with its reason and amount.
- Keep the request Pending until the authorized review.
- Updates Order refunds
-
Review refund Merchant Owner
Merchant Owner checks the amount and prior refunds, then records approval on the pending request when authorized.
- Identify the approver and decision on the refund.
- Updates Order refunds, Users
-
Follow refund outcome Customer Service Rep
Customer Service Rep follows Processing, Success, or Failed and reconciles any provider refund reference.
- Explain the recorded outcome against the original order.
- Updates Order refunds, Order events
Who does what
Roles and permissions- Customer Service Rep
- , Merchant Owner work through these stages.
- Each role checks the records named in its stage before changing the status.
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